Customer Service Coordinator (Customer Experience)

EssilorLuxottica • York, PA

446d

About The Position

The Customer Experience Coordinator at EssilorLuxottica is responsible for managing customer interactions efficiently and effectively. This role involves addressing customer inquiries, resolving complaints, and providing support related to Luxottica's products and services. The coordinator plays a crucial role in maintaining customer satisfaction and retention by ensuring high-quality service and follow-up on customer requests.

Requirements

• High school diploma or equivalent.
• 2+ years of experience in customer service, hospitality, or call center environment.
• Excellent telephone etiquette and communication skills.
• Strong verbal and written communication skills.
• Demonstrated listening and comprehension skills.
• Ability to maintain composure in difficult customer situations.
• Strong multitasking and time management skills.
• Proficient in MS Office, particularly Word and Excel.
• Intermediate Excel skills and ability to navigate information systems.

Nice To Haves

• Higher education degree.
• Inside sales experience.
• Experience using SAP.
• Experience in the optical industry and knowledge of Luxottica's products.
• Bilingual in Spanish or French.

Responsibilities

• Answers incoming calls and processes orders.
• Resolves customer complaints and troubleshoots issues to determine the best path for resolution.
• Correctly documents customer interactions and tracks call types.
• Maintains support service levels and upholds Luxottica's Customer Service standards.
• Follows up with customers to resolve inquiries regarding order status, shipping status, and stock availability.
• Handles inbound phone calls for up to 90% of assigned shift.
• Makes outbound calls as necessary.
• Resolves customer claims and takes payments.
• Supports basic accounts receivable functions.
• Promotes digital tool usage.

Benefits

• Competitive salary
• Full-time hours
• Day shift schedule

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 10,001+ employees